Job Description

A RxSafe LLC is a RAPIDLY GROWING MEDICAL ROBOTICS DEVICE COMPANY. We are seeking a full time CUSTOMER AND TECHNICAL SUPPORT SPECIALIST for our corporate headquarters located in Vista, CA. This position will provide support for our customers and will perform trouble shooting and root cause analysis of our pharmacy automation products.

JOB DUTIES/REQUIREMENTS:

• Responds to customer support requests for assistance via phone, email, chat and portal tickets using remote control tools.
• Provides first-level contact and problem resolution for all users with hardware, software and applications problems.
• Ability to analyze and solve complex problems, using advanced troubleshooting skills.
• Ability to gather data, create, compose, and edit written materials, KB articles and reports.
• Excellent attention to detail and sense of urgency.
• Strong communication and interpersonal skills.
• Obtains and conveys concise problem information for external and internal service and engineering personnel.
• Provides accurate and timely documenting of problems, notes and resolutions for all incidents in the ticketing system.
• I.T. is a 24x7x365 industry as is the health care environment of many of our customers. Overtime outside of your regular shift will be required at times.
• Must participate in the on-call rotation to cover extended hours.
• Able to spot trends and patterns to review and recommend modifications to team procedures that enhance efficiencies and promotes cost savings.

THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING EDUCATION, SKILLS AND ABILITIES:

• 3+ years in pharmacy/health care - (retail preferred).
• 3+ years of prior contact center/call center experience.
• 3+ years of solid experience troubleshooting Microsoft Windows 7, 10 operating systems.
• Experience working with pharmacy automation equipment & robotics hardware in preferred.
• Strong hardware and software experience.
• Experience using service management (ticketing) systems such as Remedy or ZenDesk.
• Experience using VPN, RDP, TeamViewer and other remote admin tools.
• Familiar with MS SQL Server 2008/2012 (can write basic queries & subqueries, fulfill data requests from customers, etc.).
• Familiar with networking (IP address, routers, switches, DNS)
• Critical thinking skills
• Mechanical or electro-mechanical experience is highly desirable.
• C# or other coding experience is a plus.
• Motion controller software experience a plus.
• Prior experience working in an ITIL environment and certification is preferred.
• BA/BS in a technical or IT discipline preferred.
• A+, N+, or equivalent certification preferred.

Company Description

RxSafe's cutting-edge pharmacy automation systems ensure safe, secure, and accurate storage and retrieval of inventory in pharmacies. Please visit rxsafe.com for more information about our company and our products.